NorseCare. Complaints and Compliments. Dignity in everything we do...

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1 NorseCare Complaints and Compliments At NorseCare, we always welcome comments, suggestions and complaints as we believe that these can help us to improve our services. If you are pleased with the service you receive, please tell the staff. It is helpful to know when we get things right. Dignity in everything we do... We have a formal complaints procedure, which residents, tenants or relatives can use at any time. If you, another resident, tenant, a relative or friend has a complaint about the services provided in the home or scheme, we encourage them initially to talk to the manager of the home or scheme, or in their absence, a senior member of staff. All complaints are treated seriously and these will be followed up with the resident s or tenant s agreement. This leaflet explains how you can contact us about any concern or complaint you may have and how we will deal with your complaint.

2 Our complaints procedure Who to complain to We believe that wherever possible, complaints are best dealt with on a local level between the complainant and the residential home or housing with care scheme. If you share your complaint with a member of staff they should, if they are able, deal with this at the time and if not, they should pass the concern or complaint to their manager. The manager will talk to you about the problem and try to resolve the matter with you as soon as possible. We have found that most problems are able to be sorted out by talking the matter through and trying to resolve any issues at the time they arise. However, if you do not feel that you can talk to the manager at the home about your complaint, or if the matter was not resolved, you should contact NorseCare Head Office. A complaint should not be made more than 12 months after the event has taken place. Complaints may be made in person, in writing, by phone or .

3 If the concern relates to the service provided by a Housing Association, we will provide the appropriate contact details. If you feel that someone is at risk because of abuse or neglect, you can make a complaint direct to the Safeguarding Adults Team at Norfolk County Council. If your care is being funded by Norfolk County Council, you can complain to the Compliment and Complaints Manager at Norfolk County Council. Making a complaint on behalf of other people If you are making a complaint on behalf of a resident or tenant we would need to ensure that they were aware you were making a complaint and that this was the action they wanted you to take. If you are making a complaint on behalf of a resident or tenant who does not have the capacity to make the complaint, we would need to ensure that this was in their best interests. We would discuss this carefully with you to assess how the best interests of that person were protected. What happens when you make a complaint? Most complaints are resolved informally and quickly between the home or housing scheme and the complainant. If you are satisfied with this outcome, the matter would not need to go any further and a record of your concern and how it was dealt with would be made and placed on file.

4 If you or the manager fee that your complaint has not been resolved, a more detailed formal investigation may be necessary. If you make a formal complaint to NorseCare, we will acknowledge this in writing within 3 working days of receiving it. A manager will be identified to investigate your complaint. We would aim to complete our investigation within 25 working days. We will keep you informed about the progress of the investigation. If the matter is still not resolved, it can be referred to the Managing Director of NorseCare for further investigation. If you are not satisfied with the outcome of your complaint once it has been investigated by NorseCare Ltd, you can complain to the Local Government Ombudsman (LGO). The LGO provides a free, independent service. You can contact the LGO Advice Team for information and advice, or to register your complaint. The LGO will not normally investigate a complaint until the provider has had an opportunity to respond and resolve matters. Our service is registered with and regulated by the Care Quality Commission (CQC). The CQC cannot investigate individual complaints about providers, but is happy to receive information about our services at any time. We would offer any assistance to enable you to understand the complaints procedure if this was needed. Details of local advocacy services should be available from the residential home or housing with care scheme.

5 Contact details Complaints and Compliments, NorseCare Ltd Head Office, Lancaster House, 16 Central Avenue, St Andrew s Business Park, Norwich NR7 0HR Tel: contact@norsecare.co.uk Compliments and Complaints Manager, Norfolk County Council Customer Service Centre, Freepost, RLZE-CLES-GKSL, Norwich, NR1 2SQ Tel: complimentsandcomplaints@norfolk.gov.uk Local Government Ombudsman Office, PO Box 4771, Coventry, CV4 0EH Tel: advice@lgo.org.uk Care Quality Commission, CQC National Correspondence, PO Box 1258, Newcastle upon Tyne, NE99 5AU Tel: enquiries@cqc.org.uk Safeguarding Team, Norfolk County Council Tel: Compliments and Complaints / Issue No 1 / RSm / April CB

6 If you need this information in large print, or in an alternative version, please contact NorseCare on